[cisco-voip] UCCX Callback Script

[Tanner Ezell]

It's really not all that complicated. Think of it this way, the place call
is the contact the agent is exposed to when they answer the queued call,
which of course is just the IVR.

Pass the generated contact to the agent script (the one that has the select
resource), under the connected branch is when you know that your other IVR
application contact (from place call), connected to the agent. Use the
passed contact and play media just like you would any other contact. In
essence, you take the agent menu out of script 1 and put it in script 2 :)

With all that you can do some cool stuff, like ensuring the agent doesn't
just hang up (aka callback resiliency) and what to do if they do (like
re-queue, email a supervisor, re-call the agent, etc), can control if the
designated callback destination doesn't answer and some other fun stuff.

happy hacking!

On Wed, Nov 6, 2019 at 2:20 PM Anthony Holloway <
avholloway+cisco-voip at gmail.com> wrote:

> Tanner, Can you describe, or show what you're doing in script 1, which has
> the Place Call step, inside the Successful branch?
>
> On Tue, Nov 5, 2019 at 4:30 PM Tanner Ezell <tanner.ezell at gmail.com>
> wrote:
>
>> Pssshhht....I'll share a "secret" for playing the agent menu only when
>> the agent answers..
>>
>> Pass the contact to the agent script, then play your agent menu after
>> they connect.
>>
>> Ez pz.
>>
>> Regards,
>> Tanner Ezell
>>
>>
>>
>> On Tue, Nov 5, 2019 at 2:54 PM Brian Meade <bmeade90 at vt.edu> wrote:
>>
>>> Anthony,
>>>
>>> I'm curious how you handle catching when the agent answers the callback
>>> request.
>>>
>>> I've got my scripts checking to see if the CallBack contact was answered
>>> by setting some Enterprise Info in my callback queue script but I still
>>> have to check every few seconds to see if that Enterprise Info is set.
>>>
>>> I just max out the max steps to account for that.
>>>
>>> Thanks,
>>> Brian Meade
>>>
>>> On Tue, Nov 5, 2019 at 4:19 PM Anthony Holloway <
>>> avholloway+cisco-voip at gmail.com> wrote:
>>>
>>>> Hi Tim,
>>>>
>>>> I think the idea of a flawless script is in the eyes of the beholder.
>>>>
>>>> I don't personally use the example script from the repo; are you
>>>> talking about the one here:
>>>>
>>>>
>>>> script_respository_902\script_respository\release3\BaseLineAdvQueuing\BaseLineAdvQueuing.aef
>>>>
>>>>
>>>> If so, there a few things wrong with that script.
>>>>
>>>> For example, you said "...despite having Contact Inactive exception
>>>> error handling..."
>>>>
>>>> Yeah, they setup an exception handler at the top for
>>>> ContactInactiveException, but then they never clear it, or reset it, and so
>>>> if and when the caller disconnects while recording their message or
>>>> listening to the "success" prompt, the whole thing falls a part and fails,
>>>> sending script execution down to the ExceptionCIE label.
>>>>
>>>> Another thing wrong with it is that the waiting mechanism for the Agent
>>>> is such that it plays a relatively short prompt, waits 3 seconds for input
>>>> from the Agent, then repeats.
>>>>
>>>> If you consider every application has a max 1,000 steps it can execute,
>>>> and you subtract off the overhead of just getting the call to this point
>>>> (say 21 steps in the most streamlined of scenarios), that leaves you with
>>>> 32 minutes to queue a call, otherwise the call will be aborted.  Since most
>>>> people are only interested in callback when they have queue hold time
>>>> problems, this is likely to cause more issues than it solves.
>>>>
>>>> "...I’ve read that the Call Control Group and Dialog Group should be
>>>> different from the trigger on the originating application..."
>>>>
>>>> Can you link the source?
>>>>
>>>>
>>>> On Tue, Nov 5, 2019 at 10:59 AM Johnson, Tim <johns10t at cmich.edu>
>>>> wrote:
>>>>
>>>>> Anyone have a callback script that is working flawlessly? We have
>>>>> implemented the solution in Cisco’s Advanced Queueing script and it’s seems
>>>>> to be working, but I’m seeing Contact Inactive Exceptions and Contact
>>>>> Creation errors in syslog each time the callback is used, despite having
>>>>> Contact Inactive exception error handling.
>>>>>
>>>>>
>>>>>
>>>>> It seems that the issue may be related to the Place Call step which
>>>>> calls the trigger of the callback application. I’ve read that the Call
>>>>> Control Group and Dialog Group should be different from the trigger on the
>>>>> originating application (which is what we have setup), but I’m curious if
>>>>> those should also be different from what’s used on the callback
>>>>> application. If so, can I use the same CCG and DG from the original
>>>>> trigger, on the callback trigger?
>>>>>
>>>>>
>>>>>
>>>>> For example, I have the following setup:
>>>>>
>>>>> App_A application has a trigger that uses CCG #8 and Dialog Group #0.
>>>>> In its script, it uses the Place Call step with CCG #25 and Dialog Group
>>>>> #3. This places the call to App_Callback application which has a trigger
>>>>> that uses CCG #25 and Dialog Group #3.
>>>>>
>>>>>
>>>>>
>>>>> Tim Johnson
>>>>>
>>>>> Voice & Video Engineer
>>>>>
>>>>> Central Michigan University
>>>>>
>>>>> Phone: +19897744406 at cmich.edu
>>>>>
>>>>> Fax: +19897795900
>>>>>
>>>>> [image: webexemailsig] <https://cmich.webex.com/meet/johns10t>
>>>>>
>>>>>
>>>>> _______________________________________________
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>>>>>
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>>
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